Kinetic Operations Support Consultant

Kinetic, a business unit of Uniti (NASDAQ: UNIT), is a premier insurgent provider of multi-gigabit fiber internet, whole-home Wi-Fi, internet security, and voice services in 1,400 markets across 18 states in across the U.S.  Additional information about Kinetic is available at www.GoKinetic.com

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About This Role:
The Consultant - Operations Support for Kinetic Business Repair owns the end-to-end performance of our repair service experience — from the vendor who delivers it to the contact center operations that support it. This role drives daily operational execution, ensures performance metrics and quality standards are consistently met, and leads continuous improvement initiatives that strengthen the vendor partnership and frontline effectiveness, all in service of a best-in-class customer experience. ***This position can be filled remotely anywhere within the country.***

What You’ll Do:
• Act as the primary liaison between Kinetic and its repair vendor, fostering a strong relationship and ensuring alignment with Kinetic’s operational standards
• Own day-to-day operational execution across vendor and contact center functions, including project managing ongoing initiatives and generating regular performance reporting for key leaders and internal stakeholders
• Track performance against agreed-upon KPIs — for both vendor operations and frontline execution — identifying areas for improvement and ensuring quality standards are met
• Conduct regular audits and operational assessments to evaluate compliance with contractual obligations, service guidelines, and the broader operating model, delivering improvement recommendations with clear follow-up to ensure execution and sustainment
• Partner with the vendor, site leaders, and cross-functional stakeholders to design and implement process improvements that enhance efficiency and customer experience
• Facilitate development initiatives, training, and coaching that help frontline leaders and agents execute consistently and effectively, providing potential on-site support as needed
• Address operational issues promptly, resolving challenges with the vendor and internal teams alike to prevent recurrence

Do You Have?
• Strong communication, active listening, decision-making, problem-solving, motivational, and relationship-building skills
• Previous customer service and call center experience
• Previous vendor management experience, with the ability to hold external partners accountable to performance standards
• Familiarity with the technical aspects of business internet/broadband repair services
• Proficiency with Excel, with strong research and analytical skills and the ability to derive insights from data
• Strong focus on customer satisfaction and using feedback to drive service improvements
• Ability to resolve complex problems/challenges and think strategically

Even Better:
• Demonstrated ability to lead cross-functional teams and develop strategic initiatives that enhance vendor performance, operational execution, and customer satisfaction
• Expertise with advanced analytical tools/techniques to extract actionable insights from complex data sets and drive informed decision-making
• In-depth understanding of business internet/broadband technologies, with the ability to translate technical requirements into operational enhancements
• Extensive experience identifying inefficiencies and implementing innovative solutions that streamline operations and improve service delivery
• Experience leading significant change initiatives within operations, fostering a culture of continuous improvement and excellence
• Experience with Kinetic database systems including but not limited to KSF, CAMS/DCRIS, and WINCARE

Minimum Requirements:
College degree and 5-7 years professional level experience with 2-3 years supervisory experience; or 9+ years professional level related experience with 2-3 years supervisory experience; or an equivalent combination of education and professional level related experience required.
The compensation range for this position is $76,100 - $99,000.

Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting and Stationary: Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Carrying: Occasionally: 0-33% | Reaching: Occasionally: 0-33% |Lifting -Lowering >1-15 lbs.: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%
Audio Visual Needs- Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% | Far Vision: Occasionally: 0-33% | Peripheral Vision: Occasionally: 0-33%
Equipment Used in Job Pe